Course curriculum

    1. Welcome!

    2. A message from the instructor

    3. Before we begin...

    4. Objectives of this course

    1. Taking Things Seriously

    2. Adjusting Your Mindset

    3. Identifying Your Own Faults and Strengths

    4. Quit Things

    5. Time, Energy, Money and Opportunity Costs

    1. Consistency and Standardization

    2. Training and Development

    3. Employee Well-being and Engagement

    4. Customer Focus and Service Excellence

    5. Operational Efficiency and Effectiveness

    6. Organizational Alignment and Culture

    7. Benefits Across Stakeholders

    8. Impact on Organizational Outcomes

    9. Philosophy of Care

    10. Touch Points

    11. Word of Mouth

    12. Aftertaste

    13. Why Target Audiences Matter

    14. What is the goal emotion?

    15. CX Case Studies

    16. Bad Customer Service

    17. Good Customer Service

    1. Critical Thinking

    2. Emotional Intelligence

    3. Perceptions vs Perspectives

    4. Case Studies

    5. Paradigms

    6. Employee Psychology

    7. Consumer and Customer Psychology

    8. Cognitive Restructuring

    9. Personality Types

    1. Case Studies

    2. Interviewing Techniques

    3. Active Listening

    4. Powerful Communications

    5. Etiquette and Manners

    6. Verbal vs Non-Verbal Communicators

    7. Conflict Resolution

    8. Platitudes and Jargon

    1. Working within budgets

    2. Competitors

    3. Political and Social Biases

    4. Design

    5. Case Studies

    6. Sales Narratives

    7. Marketing Activities and Communications

    8. Barriers

    9. Product and Services Offerings

    10. Brand Presence and Consistency

    11. Trust, Honesty and Transparency

    12. Selling is helping

About this course

  • $997.00
  • 86 lessons
  • 0 hours of video content

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